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Heuristic Evaluation and Redesign of the Mobi By Shaw Go Mobile Application

CLIENT:

 

MOBI by ShawGo 

(BrainStation)

DATE:

 

AUGUST 2020 

 

CATEGORY :

USER EXPERIENCE DESIGN

My team was asked to conduct a heuristic evaluation of an existing digital product that we utilize that is not a part of the the big 4 tech companies. We decided to evaluate Mobi by Shaw Go, a bike-sharing system that relies on their users to keep track of their rides and favorite bike stalls through the mobile app, and it is important for their app’s accessibility and usability to match their municipal sustainable transportation goals. 

 

The goal is to unveil existing usability issues through heuristic evaluation on a mobile application, in order to improve the overall performance.

Using Neilsen Norman Group’s 10 Usability Heuristics and rated the severity of usability problems from 0 to 4. This method helps to justify the existing problems and to gauge the need for additional usability efforts. Using our recommendations we have also redesigned the screens of our chosen task flow. 

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Part I: Heuristic Evaluation of Mobi by Shaw Go

Executive Summary 

Rationale

The Mobi app is an integral player in the Vancouver bike-sharing system that relies on its users to keep track of their rides and favourite bike stalls through the mobile app, and it is important for their app’s accessibility and usability to match their municipal sustainable transportation goals. The concept of Mobi is a great solution to accessible biking; however, we can immediately notice from the ratings of the Google Play Store and App Store that the user experience has been on the lower side, at 1.8 stars, zero positive written reviews, and over a hundred critical reviews on the app store. By referencing Jakob Nielsen’s 10 Usability Heuristics as our scope to rate the severity of usability problems on the Mobi app, our evaluation would be of value to justify the existing problems and to gauge the need for additional usability efforts.

DISCLAIMER: Multiple bugs and formatting issues exist throughout the app, which could not be included in the heuristic evaluation as it is out of our evaluation that focusses on the app’s user interface.

Selected Task Flow

From the moment the user decides to find a bike to rent to the point where the user docks their rented bike.

App Traits in Violation of Heuristics Principles

These are the targets to tackle, to prevent further user frustration and negative mobile app reviews:
• 6 traits at a severity level of 4 (usability catastrophe)
• 1 trait at a severity level of 3 (major usability issue)
• 5 traits at a severity level of 2 (minor usability issue)
• 2 traits at a severity level of 1 (cosmetic issue)

Conclusion

Through conducting our heuristic evaluation, the significant reoccurring violations fell within these heuristics principles:

1. Consistency and Standards 

2. Aesthetic and Minimalist Design

 

The design of the Mobi app did not appear to have gone through the considerations of the longevity of quality and intuitive usage. The location page and the search bar were the most severe obstacles for user-friendliness. An alarming amount of redundancies were found in implementing both icons and pages that were not contributing to enhancing a user’s experience.

To tie into our critique, we would like to emphasize that Mobi is a great concept that Shaw Go had conceived to promote accessible biking. It is such an attractive concept that even with the difficulties and bad reviews on the app store, there had been over 50,000 downloads in the attempt of trying out this bike-sharing program. There is much potential for Mobi’s mobile application to be just as enriched as the purpose that drives their bike sharing initiative.

We can immediately tell that the user experience has been on the lower side, at only 1.8 stars, zero positive written reviews, and over a hundred critical reviews on the app store.

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Evaluators

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